Service Desk Support Analyst (L1

Position: Service Desk Support Analyst (L1)
What do you think of when you hear the name MNP? We are more than a prominent consulting firm in tax and accounting, we are redefining how organizations succeed in the digital age by bridging strategic vision, technical innovation, and operational execution to deliver transformative results.

Make an impact as we look to strengthen our Managed Services practice with a Service Desk Support Analyst. The primary function of the Service Desk Support Analyst is to respond to calls from clients regarding technical issues, in most cases attempting to resolve the issue, and then routing that issue to the appropriate subject matter expert team (L2) when required. This is an L1 role at a high-volume service desk and requires the successful candidate to work on an on-call rotation.

This position is also an in-office role when not on call.

At MNP, you will work alongside a collaborative team of creative thinkers and problem-solvers. You will gain hands‑on experience, tackle meaningful challenges, and grow your skills in an environment where your voice is valued, and your development is a priority. If you are ready to accelerate your career and make a lasting impact, this is where your journey begins.

Responsibilities

Resolve high-urgency issues for end users and client organizations.

Deliver strong customer service experience to clients via Phone/Chat Support.

Provide accurate assessment of customer issues and requests.

Accurately log customer calls and chats in Service Tickets.

Recognition and escalation of out-of-scope issues to specialized teams.

Collaborate with team members and team leaders to ensure fast resolution of client matters.

Adhering to internal policies, procedures, and guidelines.

Prompt and accurate submission of timesheets in accordance with corporate billing policies.

ITIL-aligned processes (Incident, Problem, Request, Change management).

Following SLAs, SLOs, SLTs, and prioritization guidelines in a multi-client MSP context.

Create and review Knowledge Base articles for client and L1 team members.

Skills and Experience

2 years of professional customer service experience in an IT Call Centre environment.

A relevant technical post‑secondary diploma, IT related certifications or equivalent work experience.

Working Knowledge of Active Directory (AD and Entra ).

Working Knowledge of Modern Authentication methods (MFA)

Working Knowledge of MS 365 Support

User account setup, password resets, and license assignment in Entra  (Azure AD)

Exchange Online: mailbox management, distribution lists, shared mailboxes

Teams: troubleshooting chat, meetings, calling, and integration issues

SharePoint & One Drive: permissions, access troubleshooting, sync errors

Microsoft 365 Security & Compliance Center: basic investigations, policies Intermediate Knowledge of Microsoft Intune (Endpoint Manager)

Teams Rooms or Meeting Devices troubleshooting

Email flow and spam filtering issues (Exchange Online Protection, Defender for Office 365)

Working Knowledge of Microsoft Intune (Endpoint Manager)

Device enrollment support (Windows, iOS, Android)

Remote wipe/retire of lost or stolen devices

Basic policy troubleshooting (Wi‑Fi, VPN, compliance)

Working Knowledge of Networking.

Intermediate TCP/IP troubleshooting, DNS, DHCP, VPN

Wi‑Fi authentication and connectivity issues

Bit Locker, Defender AV/EDR, patch/update troubleshooting

Remote connectivity support (RDS, Azure Virtual Desktop, VPN clients)

Working Knowledge of Windows Operating Systems

Troubleshooting of Windows 11 issues (login, profiles, printing, drivers)

Familiarity with Shared PC Mode and Windows Autopilot for device setup

Working Knowledge of Mobile Phone Operating Systems (iOS, Android)

General Understanding of Role Base Access Control concepts

Required Certifications

ITIL v4 Foundations.

Relevant Certifications

Microsoft 365 Certified:
Fundamentals (MS-900)

Microsoft Certified:
Azure Fundamentals (AZ-900)

Microsoft Certified:
Security, Compliance, and Identity Fundamentals (SC-900)

Recommended Certification Track

Microsoft 365 Certified:
Endpoint Administrator Associate (MD-102)

Microsoft Azure Administrator Associate (AZ-104)

Microsoft 365 Certified:
Teams Support Engineer Associate (MS-740)

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